Shanky Viswanathan

Organizations are turning to cloud computing in order to achieve a host of business objectives and Aspect is no different. The cloud is not just talk for us, we’ve moved our ERP and CRM platforms and many of our internal systems to the cloud...Read More

The outlook is rather bleak for companies that provide sub-par customer service:82 percent of consumers have stopped doing business with a company strictly due to bad service. And if your strategy is to rely on new customers to replace those...Read More

Omni-channel may sound like multi-channel with bells on, but it’s more than just a simple buzzword. Has your contact centre made the move yet?At the time the term “omni-channel” entered the customer service lexicon, most industry...Read More

Black Friday and Cyber Monday have come and gone and several retail analysts are saying holiday sales have been a little less than stellar. While sales were up last year 4.1 percent, this year they will be closer 3.5 percent according to Dana...Read More

One of the great changes in consumer behaviour brought about by the digital age has been the rise of self-service solutions in almost every area of daily life. Whether they’re shopping, banking or simply getting from A to B, today’s...Read More

Smartphones have given consumers today more information at their fingertips than ever before and because of this, more power. Power to research products, to compare prices and features, and the power give or take their business to whomever earns...Read More

As social media becomes the go-to for customers to voice their concerns, businesses need to ensure it plays a greater role in their overall customer service strategy and, in some cases, even form the backbone.The whole reason customers use Twitter...Read More

Companies talk about building relationships with customers. A lot. In the normal buying cycle, most businesses only begin the customer relationship once the initial purchase has been made and quantifiable information is available. Even for online...Read More

So much has been written recently about the importance of the customer experience that we have forgotten about the importance of the agent experience – and that can be a big mistake.  Ian Jacobs, Senior Analyst at Forrester Research...Read More

Forget vampires, werewolves and all the other seasonal spooks. If you’re looking for an extra-scary Halloween costume this year, we recommend dressing up as a sub-par customer experience. From what we’ve seen, no other “monster...Read More